Answer the angry message without making it worse
The worst time to write the reply is the minute you read the complaint.
Paste this:
Here is a complaint I received. First tell me what this person actually wants, underneath how they said it. Then write a reply that fixes the problem and sticks to what I know is true.
Angry messages are rarely about what they say they are about. The AI is not wiser than you — it is just not angry, and at 9pm that is worth a lot.
A complaint is someone else’s words about their own life. Take their name, address, account number and anything medical out before it goes anywhere. And if it threatens to sue, mentions an injury, or comes from a lawyer or an agency, close the app and call your own lawyer or insurer — that one is not a writing problem.
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